The University of Manchester has signed a contract to deploy LANdesk Service Desk, a cloud-based solution to help provide students, staff and researchers with a window into IT and library services.
The objective here is to create access to personalised information resources, services and support to underpin a wider 2020 dated strategic plan.
What’s the story (service desk glory)?
The university itself is said to be is the largest single-site university in the UK, with 40,000 students and 10,000 members of staff employed to keep things in check.
It also has a significant research focus and by 2020 aims to be one of the top 25 research universities in the world.
There are nearly 14,000 PCs and 3,500 laptops on campus, in libraries, public areas, offices, academic schools and halls of residence, all supported by a 24-hour IT support centre for students, staff and researchers.
Don’t look back in anger, at your PC
The LANdesk Service Desk solution will support the university’s IT team — the same team was were recently accredited with the Government’s Customer Service Excellence standard.
Greg Barclay, IT project manager at The University of Manchester said, “Our IT department is going through a significant transformation at the moment and we’re completely redesigning the way we support and deliver services for our customers. LANdesk will be the driver for our new IT service management processes.”
The software was chosen through an EU compliant procurement process based on its incident and request management and its self-service capability.
The university says it was looking to consolidate its infrastructure and chose to take advantage of LANdesk’s Software-as-a-Service product for IT Service Management (ITSM).
Nigel Seddon, area director at LANdesk added, “In a world where people expect things to be available and working at the touch of a button, or swipe of a screen, putting customer experience at the core of IT is becoming more and more crucial.” He continued, “We’re looking forward to working with The University of Manchester to help empower its staff and students, both during and beyond its IT transformation journey.”
The University will begin a phased roll-out of LANdesk DESK Service Desk as a service during the summer of 2015.